In a world where modern technology has given customers more choice than ever before, adopting a customer-centric strategy is critical. Gone are the days when consumers would have to put up with repeating their query over multiple store visits or phone calls.
Here are 5 best practices to establish and implement best practices.
- Understand Your Customers
Creating customer personas is a must for any company. Understanding should be an integral part of your customer retention strategy. Not only can this help your agents adopt the right tone and solutions needed when dealing with customer queries, but it can influence your service offering too. Knowing customer preferences can help you see where the most significant investments need to be made. Try to get customer feedback whenever you can and act upon it where necessary.
- Choice of Channels
For a seamless omnichannel experience, you need to offer every form of communication that your customers use. This could mean anything from a physical store to email, social media, SMS, apps, and chatbots. Technology has seen trends shift from business-led services to customer-led. If you’re not giving your customers all the options for their preferred means of communication, they’ll shop elsewhere.
- Reliable Dashboard
With the omnichannel emphasis on all channels having an equal standard of service, make sure your technology set-up empowers your staff to deliver. Whatever software you use should be reliable and built for speed. Agents need to have the capacity to switch between channels at a moment’s notice, with all the information to hand about previous customer interactions.
- Tracking
All customer interactions need to be tracked on a basic level, so agents have a step-by-step record of a complaint or inquiry immediately at their disposal. Tracking every step of the journey through your customer service department can show what’s working and what procedures need refining.
- Cloud-Based Software
A seamless customer experience doesn’t just depend on channel offering and quality of service. Given Covid-19’s impact on both office and store-based approaches, a reliable remote work strategy should be the norm for any business model. A cloud-based operating system makes such necessary shifts in company policy much more accessible than ever before.